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This company will steal your money! They will hide behind the "policy" argument.
If I could I would give them 0/5 stars. This incident has happened too many times to people I know.
We were traveling to Maui but had to cancel due to Covid reasons. We reached out to receive a refund for the money they charged us upfront. It's been 2 months since then and have spoken to 4 different people and have yet to see the money. They have no sympathy or understand and do nothing to try to make things better.
One email correspondent actually stopped responding to the email thread.
The funny thing is the hostel we had booked actually answered our phone call and was super nice and willing to help us out but since it was through hostelworld they couldn't do anything.
Hostelworld stole our money and refuses to give it back.
If you're looking to book a hostel do yourself a favor and just call the hostel directly, you'll get better rates and won't have to deal with virtual customer service that hides behind made-up rules/ policy.
Tip for consumers:
If you're going to use hostelworld beware of misleading information. Also, you will get better rates by calling the hostels directly or sending them messages. Hostelworld is more concerned about profits than customers even during a pandemic. It's unfortunate.
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We used hostelworld for a couple of bookings and every time there was a problem. Most recently they stole money from us during Covid because they said they could not refund any bookings already made.
Daniel S.'s review of Hostelworld earned 4 Very Helpful votes
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